Front door and routing
Let callers say what they need in plain language, verify who they are and pass the full context to your team when a person is needed.
Front door and routing
Voice
Customer: I need to update my billing address.
AI agent: I can help with that. First, can you confirm your date of birth?
Verifying identity
Get every customer to the right place.
Conversational IVR
Replace touch-tone menus by letting callers say what they need in plain language.
Identity verification
Verify callers using account number, date of birth, one-time passcode or voice biometrics.
Warm handoff
Pass the conversation summary and collected data to the agent, so the customer never repeats themselves.
Queue management
Offer callbacks and virtual hold, or let the customer switch from a voice call to chat or SMS.
Your team keeps the conversations that need judgment.
These go to a person quickly, with the conversation summary and collected details, so the customer never repeats themselves.
- Emotionally charged escalations, complaints and bereavement situations
- Complex disputes, exceptions to policy and goodwill credits beyond set limits
- High-value or negotiated B2B deals
- Legal and regulatory complaints
Connect the systems agents need to act.
An answer without the ability to act usually just becomes a transfer. When agents can read from and write to your systems, they can finish the task.
- CRM
- Order management
- Billing
- Scheduling
More support use cases
See this use case in a demo.
Bring a conversation your team handles every day, and see how a TandemCX agent handles it with your team in control.